Service & After-Sales Effectiveness

For many companies service is a necessary cost area, but one in which there are often problems: High complexity, numerous special solutions and organically evolved structures mean tied-up capacity and lead to unnecessary effort. At the same time, we also see that valuable revenue potential goes untapped. Rather than proactive support, outbound approaches and service-to-sales, the dominating strategy here is a reactive inbound service. We would like to change this for you. We harmonize your service offering, pricing logic, organization, sales and product management. By doing so we turn your service into a profit center – making it an effective lever for more growth, margin and loyalty.

Our solution approach

Service strategy : We design your service business

For us, service growth means: We strategically realign service – and also after-sales, if that is relevant for you. We make a cost center into an independent value driver within your core business or a separate business model. It is important to analyze existing value pools, develop new ones and clarify the role of service along the customer journey. Our approach includes: 

Service strategy: We clearly set out the role of service in your business model and ensure smooth coordination with sales and the product or solution business. 
Service portfolio, value pools and pricing logic: What is included? Where does pricing happen? And which outputs specifically increase customer value without creating a conflict with your core portfolio? We will work with you to answer these questions together. 
Service go-to-market: We look at the interplay between customer service, expert/special service and sales – including service-to-sales logic and proactive outbound approaches from service.

Service target operating model : We create clear roles, processes and governance

The next step is to translate the service strategy into a service target operating model that has clear roles, processes and governance. This will encompass the orchestration of your inbound and outbound activities, defined interfaces to sales, pricing and operational units, as well as a clear management approach. Using this basis, we identify drivers of complexity and effort. We also leverage efficiency potentials – by means of standardization, self-service, automation and selected AI use cases. Examples may include case and ticket handling, routing and prioritization, knowledge management and quality assurance. The result? Service becomes your scalable profit center that simultaneously boosts growth, margin and customer satisfaction.

Service & After-Sales Effectiveness